Remote Customer Service Supervisor

EssilorLuxottica is hiring a Service Delivery Supervisor to lead customer service agents and develop employees in support of call center KPIs and brand objectives. The role manages daily performance, service quality, customer satisfaction, continuous improvement, and workforce planning.

Responsibilities:

• Establishes goals for their team members by gathering pertinent operational, customer based, and business specific information
• Identifies trends at the agent and content level, and escalates to the appropriate channel
• Maintains quality service by managing to quality and customer service standards
• Analyzing and resolves quality and customer service problems
• Prepares and discusses NACC associate and department performance weekly or bi-weekly with team members
• Partnership with training and business intelligence team to develop tools and methodologies to manage associate performance such as quality monitoring tools, KPI management and performance goals
• Develop methodologies for root cause analysis of frequent call types, and drive change in the organization to minimize these calls
• Responsible for development of associates, ensuring ongoing career growth, progression and a solid succession planning
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and performance management of associates; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
• Ensure continuous process improvement through analysis, procedural evaluation, and system enhancements
• Manages employee teams; recruits, drives engagement, coaches, and develops staff
• Facilitates appropriate performance management actions
• Partner and input to workforce planning and intra-day activities to ensure appropriate level of occupancy and cost efficiency
• Evaluates and provides recommendations to leadership regarding staffing needs to meet service level objectives and metrics

Requirements:

• Bachelor's degree or equivalent experience
• Experience representing sales and support organizations for designated brand(s)
• 3+ year(s) of proven success in leading, managing and inspiring teams or individuals
• Strong analytical and problem solving skills
• Strong ability to form relationships and partnerships across multiple levels of management
• Strong negotiation skills
• Microsoft Office Suite proficiency (Word, Excel, PowerPoint, MS-Project, Access & Outlook)
• Ability to learn new software and systems
• 5+ years in a high volume contact center, addressing customer questions or resolving customer issues
• Proven ability to successfully negotiate support processes, support tool requirements, services, and offerings
• In-depth level of knowledge of all contact center processes and procedures